Talented computer user support team member with excellent record diagnosing and resolving issues. Knowledgeable in hardware, software, and peripheral devices. Satisfy users with fast, expert service.
Overview
11
11
years of professional experience
Work History
Associate App Support Specialist
Charter
10.2022 - Current
Responsible for providing technical support for both employee and external customer business applications
This role understands solutions from end to end, including the system architecture, transaction life cycle, and business processes associated with business applications
Basic troubleshooting techniques to isolate and resolve application issues
Required to learn and understand the business rules governing the applications
Resolve 70% of reported issues, escalating when necessary and facilitating resolution of operations impacting defects that require involvement from development resources
Develop strong knowledge of products and features and services and how used by employees and customers
Proactively monitor the solutions and service desk trouble-ticketing solution for operations-impacting outages or defects
Serve as liaison with SOC (Security Operations Center), Customer Care and IT
Obtain knowledge of solutions including ability to articulate release contents, common work arounds, system functionality, system architecture, transaction workflow, and business operations supported by the end-to-end solution
Communicate and interact with various development teams, project managers, business analysts, support groups and end-users.
Help Desk Support Specialist
Charter
03.2019 - 10.2022
Assisted enterprise end users with software, hardware, and website troubleshooting to resolution
Ticket and email routing
Training of new hires
Performed functions in active directory regarding user password resets, account unlocks, OU movement, and adding/removing AD permissions
Well versed in troubleshooting problems with windows operating systems
Unix password reset and retrieval for users
In charge of the IT Support Desk WIP Cherwell with research and resolution of user issues or transfer to the proper fix agent
Mobile device troubleshooting and setup with MaaS360
Add, remove, and troubleshoot Symantec VIP access token issues with end users
Taking escalated calls
Escalating outage tickets to IT SOC
Submitting access request for new users coming into the Help Desk
Managing/ escalating emails that come into the IT Support Desk inbox
Assist fellow colleagues with questions they have
Assist fellow colleagues in group chat.
Associate Help Desk Specialist
Charter
12.2016 - 03.2019
Responsible for providing technical support for both employee and external customer business applications
This role understands solutions from end to end, including the system architecture, transaction life cycle, and business processes associated with business applications
Basic troubleshooting techniques to isolate and resolve application issues
Required to learn and understand the business rules governing the applications
Resolve 70% of reported issues, escalating when necessary and facilitating resolution of operations impacting defects that require involvement from development resources
Develop strong knowledge of products and features and services and how used by employees and customers
Proactively monitor the solutions and service desk trouble-ticketing solution for operations-impacting outages or defects
Serve as liaison with SOC (Security Operations Center), Customer Care and IT
Obtain knowledge of solutions including ability to articulate release contents, common workarounds, system functionality, system architecture, transaction workflow, and business operations supported by the end-to-end solution
Communicate and interact with various development teams, project managers, business analysts, support groups and end-users.
Enterprise Risk Operations Center (EROC)
Charter
07.2014 - 12.2016
Educating customer on internet security issues, confirming international long distance calls (ILD)
Educating victims about the identity theft processes
Assisted in making training videos for new hires
Contributed to making a new quality assurance (QA) format for all tier 1 agents in the EROC department.
Signaturehome rep.
Time Warner Cable
01.2013 - 07.2014
Assisted customer with billing, internet, phone, and cable issues
Assisted supervisor in improving overall stats for the team
Handled escalations
Education
Associates degree in Computer and electronics engineering technology -
ITT Technical Institute
09.2012
Skills
Technical assistance
Ticketing Systems
Ticket Management
Service Desk Operations
Incident Management
SLA Compliance
Software Troubleshooting
Team Collaboration
Remote Support
Telecommunications Knowledge
Operating System Knowledge
Network Troubleshooting
Task Prioritization
Problem Solving
Time Management
Mobile Device Support
Interpersonal Skills
Escalation Handling
Training and coaching
Support Services
Hardware Troubleshooting
Troubleshooting and diagnostics
Application Support
Active Listening
Product Knowledge
Security Protocols
Adaptability and Flexibility
Effective Communication
Technical Expertise
Attention to Detail
Critical Thinking
Computer Diagnostics
User Support
Customer Needs Assessment
Technical Troubleshooting
User Training
Technical Documentation
Device Installation
Hardware Configuration
Help Desk Support
Incoming Call Management
Customer Service
Troubleshooting Network Issues
Employee Computer Support
Remote Technical Support
Empathy and Patience
Operating Systems
Application support
Analytical Skills
Resourcefulness
Network Connectivity
Multitasking
Network troubleshooting
Software knowledge
Analytical thinking
Customer Education
Problem-solving
Teamwork and Collaboration
Microsoft Windows and Office
Friendly and Patient
Timeline
Associate App Support Specialist
Charter
10.2022 - Current
Help Desk Support Specialist
Charter
03.2019 - 10.2022
Associate Help Desk Specialist
Charter
12.2016 - 03.2019
Enterprise Risk Operations Center (EROC)
Charter
07.2014 - 12.2016
Signaturehome rep.
Time Warner Cable
01.2013 - 07.2014
Associates degree in Computer and electronics engineering technology -
ITT Technical Institute
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